Mason Slots Casino - Player’s struggling to verify his identity.

Hello. I am asking you for help in resolving my situation. I'll write in order.

During the verification process, the casino requested a Skype call. We agreed for a specific time. This is my first call and I was very worried before him. I answered all the questions in the casino in detail during the call. I am sure I have provided all the information that was asked of me. I answered all the questions. After the call, my account was blocked. "You have not successfully passed Skype verification. This decision is final and non-negotiable. " The casino does not give a reason and does not provide arguments to support its position.

 I am sure that I answered all the Skype verification questions in accordance with my data. I have recorded our call and can prove it. If the casino thinks that my data does not match the answers during the call, then they should clarify. What kind of discrepancy did the casino find?

According to EU law, the burden of proof lies with the party making the claims (charges). Withholding my winnings without giving reasons is a violation of my rights. I am a consumer and the condition that the casino takes my winnings without giving any reason is invalid. I know my rights. Perhaps there was a misunderstanding. I suggest you investigate the situation in good faith. I am ready to cooperate. I provide documents and certificates upon request - the Casino returns my winnings of 572 Euro to me. It will be right.

Dear SlavSplav,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please indicate whether you played with any bonuses? Did you provide any documents as well before the Skype call? Please, forward all the available evidence together with communication between you and the casino to kristina.s@casino.guru. I would like to gather as much information about your case as possible.

I will be waiting for your reply patiently.

Best regards,

Kristina

Good day! I played using the bonus https://masonslots.com/en/promotions/reload-bonus

The casino did not ask for any documents. During Skype verification I showed the passport to the casino employee, and uploaded the screen of my Skrill account, from which I made a deposit to the casino.

I sent the correspondence with the casino to kristina.s@casino.guru

Hope you can manage to help me.

Thank you very much SlavSplav for your reply. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear SlavSplav,

I looked at your complaint as well as the provided screenshots of your communication with the casino. I’m sorry to hear about your negative experience. I’ll try my best to resolve the issue.

I would like to invite Mason Slots Casino to this conversation.

Dear Mason Slots Casino,

Could you please explain the reasoning behind your decision in this case? You can forward all relevant proofs to my e-mail address andrej.p@casino.guru (or you can post the information here).

We would like to ask Mason Slots Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear SlavSplav,

Unfortunately, we have not received any response from the casino. Normally, in order to reach any kind of agreement, all three parts (player, casino, and mediator) need to communicate closely to achieve a mutual agreement. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

Anyhow, I can assure you that the time you’ve invested in this thread won’t be wasted as before filing an official complaint with the Licensing Authority, you need to reach out to an independent negotiator, which you did.

Please let me know if you decide to contact the Licensing Authority and/or our assistance is needed.

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

The casino can reopen this complaint anytime.